IT Service Analyst: Service Delivery Dashboards Flexible

Department for Transport (DfT), United Kingdom; Birmingham; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Civil Service Pension

Staff discount portal

25 days leave

Bank holidays + Privilege Day

Flexible working

Employee Assistance Programme

Job summary

Department for Transport (DfT) in the United Kingdom is seeking an IT Service Analyst, Service Level, to monitor, report on and improve digital services across the department. Working within the Essentials Service Line, you will help ensure colleagues have access to the tools and support they need to work effectively.

The role focuses on service reporting, ITSM tooling, and continual service improvement, with opportunities for professional qualifications and a strong pension.

Qualifications

• Experience in creating and maintaining service reports, interpreting data to identify trends, highlighting performance against service levels, and supporting informed decision-making.
• Experience in the use of IT Service Management (ITSM) tools to support service delivery, monitor performance, investigating issues and contributing to continual service improvement.
• Experience in using reporting and dashboard tools to produce meaningful insights, communicate performance information, and support service improvements.
• Hold, or be willing to work towards, ITIL V4 or higher, or ISO20k accreditation, with an understanding of IT service management principles and best practice.

Responsibilities

• Diagnose, evaluate and resolve complex problem situations or escalate to IT resolver groups.
• Perform root cause analysis.
• Develop checklists for typical problems.
• Understand dashboards and reporting techniques, creating automated and manual reports to support the organisation.

Skills

Service reporting

ITSM tooling

Reporting tooling

IT service management knowledge

Job description

Department for Transport (DfT) in the United Kingdom is seeking an IT Service Analyst, Service Level, to monitor, report on and improve digital services across the department. Working within the Essentials Service Line, you will help ensure colleagues have access to the tools and support they need to work effectively.

The role focuses on service reporting, ITSM tooling, and continual service improvement, with opportunities for professional qualifications and a strong pension.